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All About Handling Difficult Customers

Duration
Half Day

Aim
To assist participants to become more assertive when dealing with difficult customers and also provide them with the tools to ensure positive customer handling in difficult situations.

Content

  • Why can some customers be difficult to deal with?

  • Different types of difficult customers

  • The roles people play

  • The importance of assertive behaviour

  • Dealing professionally with complaints

  • The importance of closure and resolution

  • How to say “no”